Amazon Connect vs Cisco Webex Contact Center comparison

Amazon Web Services (AWS) and Cisco are both solutions in the Contact Center as a Service (CCaaS) category. Amazon Web Services (AWS) is ranked #1 with an average rating of 8.3, while Cisco is ranked #4 with an average rating of 9.0. Amazon Web Services (AWS) holds a 21.1% mindshare in CCS, compared to Cisco’s 12.2% mindshare. Additionally, 100% of Amazon Web Services (AWS) users are willing to recommend the solution, compared to 100% of Cisco users who would recommend it.

Amazon Connect

Read 18 Amazon Connect reviews

1,230 Views
1,025 Comparison Views

100% willing to recommend

Cisco Webex Contact Center

Read 3 Cisco Webex Contact Center reviews

907 Views
759 Comparison Views

100% willing to recommend

Amazon Connect

Cisco Webex Contact Center

Comparison Buyer's Guide

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Executive SummaryUpdated on Jul 14, 2024

Cisco Webex Contact Center and Amazon Connect are cloud-based contact center solutions. Cisco Webex Contact Center has an advantage in customer support and deployment, while Amazon Connect stands out in customization and scalability based on user reviews.

Features: Cisco Webex Contact Center offers comprehensive reporting tools, ease of deployment, and seamless integration with Cisco products. Amazon Connect provides flexibility, ease of customization, and integration with AWS services.

Room for Improvement: Cisco Webex Contact Center could improve its customization options, reporting capabilities, and advanced analytics. Amazon Connect needs better technical support, a more intuitive setup process, and enhanced user interface.

Ease of Deployment and Customer Service: Cisco Webex Contact Center is easier and quicker to deploy, with responsive customer support. Amazon Connect has extensive deployment options but receives mixed reviews regarding setup complexity and customer service.

Pricing and ROI: Cisco Webex Contact Center is noted for competitive pricing and good ROI for small to medium-sized businesses. Amazon Connect's costs can be higher due to customization and scalability, but its advanced features provide a strong value proposition.

To learn more, read our detailed Amazon Connect vs. Cisco Webex Contact Center Report (Updated: January 2025).

Buyer's Guide

Amazon Connect vs. Cisco Webex Contact Center

January 2025

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Amazon Connect

Ranking in Contact Center as a Service (CCaaS)

1st

Average Rating

8.4

Reviews Sentiment

8.3

Number of Reviews

Ranking in other categories

Contact Center Platforms (1st)

Cisco Webex Contact Center

Ranking in Contact Center as a Service (CCaaS)

4th

Average Rating

9.0

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of January 2025, in the Contact Center as a Service (CCaaS) category, the mindshare of Amazon Connect is 21.1%, up from 19.4% compared to the previous year. The mindshare of Cisco Webex Contact Center is 12.2%, down from 16.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Contact Center as a Service (CCaaS)

Featured Reviews

Rajni Kumar Jha

Senior Software Engineer at JPMorgan Chase & Co.

Offers good reliability, works well for hybrid environment, totally managed by Amazon but needs to integrate third-party CRM tools like Salesforce

My recommendation depends on your exact requirements. It involves the following aspects: * What's the size of your operation? * What specific purposes do you have in mind? * Could you elaborate on how you intend to use it? For example, if I have a call center with 30 people, and I primarily want to use it for call center operations. I wouldn't recommend Avaya or Cisco. I'd suggest considering either Amazon Connect or Salesforce Service Cloud (voice services). For Amazon Connect, I'd rate it a seven out of ten. There are a few features they still need to improve, particularly with Customer Profiles and case management. If these features become as robust as Salesforce, then Amazon Connect could be a complete contact center solution without the need to integrate third-party CRM tools like Salesforce.

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ESTEE Gabriel Carpio

Senior Solutions Architect at TechConek Philippines Inc.

Good for telecommuting and distance communication

The initial setup is straightforward. It depends on the complexity of the client setup, but one to two days is enough for a typical 10-15 users. For Cisco, we handle it as a freelance setup, using an external consultant. The headcount varies depending on the complexity of the client's integration needs. A typical small setup usually involves four to six technical staff.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"It is easy for a beginner to learn to use Amazon Connect for the first time."

"In my experience, one of the tool's most valuable features is its ease of use. Setting up a contact center can be done in just a few minutes with a few clicks. This contrasts with the hours or days it might take using other solutions."

"We utilize Amazon Connect to handle customer service interactions, particularly in projects where we provide professional services. For example, when developing an application, we typically set up EC2 instances on AWS. Then, to facilitate communication within our clients' internal networks, we establish connections through Amazon Connect."

"The solution reduces the overall cost of migration by approximately 50%."

"There is no technical experience needed to build it. It's easy for beginners to understand and use."

"The solution is easy to use and has no downtime. 99.9 percent of customers are happy with AWS cloud services. It is also easy to learn, but you need to practice daily."

"Setting up a call center and onboarding agents is easy using Amazon Connect."

"The Connect Lens feature most improves contact center efficiency by providing insights into customer journeys, behavior, and sentiment scores, allowing for areas of improvement to be identified and addressed."

More Amazon Connect pros

"The central management tool, Control Hub, holds significant value for the management team."

"I rate the product's scalability a ten out of ten."

"The collaboration function is an important feature. The tool is used for telecommuting and distance communication. For example, you can use Webex if you have a global service or team that needs to collaborate online."

Cons

"The scalability needs improvement."

"For a company with technical resources, it's a great tool. But for someone who wants a pre-packaged solution where everything is ready to use with some customization, it's a little more challenging."

"I would like to see a cold transfer capability instead of only offering a warm transfer."

"Amazon recently released a new feature called 'Customer Profiles.' It's intended to be similar to Salesforce. However, feature-wise, it isn't equivalent to Salesforce yet."

"Smaller organizations might prefer standalone products like Success KPI WFM or Genesys WFM. Adopting Amazon Connect necessitates using other AWS services, which could lead to higher-than-expected costs. So, the potential for unknowingly increased costs is a con."

"Future improvements could include support for email as a channel."

"There are issues on features like Lambda integrations and time-out"

"For enterprises to get maximum use, we often need a dialer system. or example – you have a list of people to call, you load it, and the system automatically dials and connects you without having to manually dial each number. That's the kind of automated outbound dialing feature."

More Amazon Connect cons

"When comparing Cisco to free collaboration tools like Google Meet and Teams, often included with Microsoft licenses, some clients, particularly those not in the enterprise sector, might prefer the free or more cost-effective options."

"With the solution, I face issues when trying to use the screen share option."

Pricing and Cost Advice

"The pricing of the Amazon is reasonable compared to other cloud providers."

"I would rate the pricing a nine out of ten, with ten being the most affordable."

"The solution is neither very expensive nor very cheap."

"I rate the tool's pricing an eight out of ten."

"Amazon Connect has a pay-as-you-go model. But I have a slightly different perspective on it."

"I can't speak for the pricing of other contact center solutions, but in terms of Amazon Connect, compared to other AWS products, it's one of the more expensive options. However, the cost can be low if you have a smaller team of agents or receive fewer calls. Pricing is typically based on a per-user basis."

"The tool is cheaper than on-premise contact centers."

"The licensing is a pay-as-you-go model."

More Amazon Connect pricing and cost advice

"Price-wise, it is a cheap product, especially when compared to Microsoft Teams."

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Top Industries

By visitors reading reviews

Computer Software Company

18%

Financial Services Firm

Government

Insurance Company

Computer Software Company

21%

Healthcare Company

11%

Financial Services Firm

10%

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

Which is better - Genesys Cloud or Amazon Connect?

Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud. Ge...

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What do you like most about Amazon Connect?

Amazon Connect is really simple, straightforward, and very flexible.

See all answers

What is your experience regarding pricing and costs for Amazon Connect?

The pricing is rated ten due to its scalability and cost-effectiveness based on the level of usage. Several services are available to choose from, charging only when Lambda functions are triggered....

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What do you like most about Cisco Webex Contact Center?

The central management tool, Control Hub, holds significant value for the management team.

See all answers

What is your experience regarding pricing and costs for Cisco Webex Contact Center?

Webex is delivered through both the department and distributors. The cost depends on the distributor and the complexity of the project. The cost may be lower for fully integrated systems, whereas s...

See all answers

What needs improvement with Cisco Webex Contact Center?

Clients typically seek value for money. When comparing Cisco to free collaboration tools like Google Meet and Teams, often included with Microsoft licenses, some clients, particularly those not in ...

See all answers

Comparisons

Genesys Cloud CX vs Amazon Connect

Compared 31% of the time

Five9 vs Amazon Connect

Compared 24% of the time

NICE CXone vs Amazon Connect

Compared 5% of the time

Cisco Finesse vs Amazon Connect

Compared 5% of the time

Zendesk Chat vs Amazon Connect

Compared 5% of the time

More Amazon Connect Competitors

Cisco Finesse vs Cisco Webex Contact Center

Compared 20% of the time

NICE CXone vs Cisco Webex Contact Center

Compared 16% of the time

Genesys Cloud CX vs Cisco Webex Contact Center

Compared 14% of the time

Five9 vs Cisco Webex Contact Center

Compared 14% of the time

TTEC Humanify vs Cisco Webex Contact Center

Compared 5% of the time

More Cisco Webex Contact Center Competitors

Product Reports

Buyer's Guide

Amazon Connect

January 2025

Download Amazon Connect product report

Buyer's Guide

Contact Center as a Service (CCaaS)

January 2025

Download Cisco Webex Contact Center product report

Also Known As

AWS Connect

CC-One, BroadSoft CC-One

Overview

Amazon Connect is a cloud-based contact center solution known for easy setup, flexible contact flow design, and integration with AWS services. It features a pay-as-you-go pricing model, offering real-time analytics, scalability, and support for both chat and voice interactions.

Amazon Connect facilitates seamless communication by integrating with CRM platforms like Salesforce and ServiceNow. It supports functionalities such as softphones, IVR systems, and AI-driven capabilities like sentiment analysis. Companies transitioning from traditional systems benefit from flexible call routing, customer interaction management, and AWS service integration. However, there are challenges like complex integration processes, limited outbound features, and a need for improved call quality and reporting customization.

What are the most important features of Amazon Connect?

Flexible Contact Flow: Easy drag-and-drop design for contact flows.
Integration: Seamless AWS and CRM platform integration.
Scalability: Efficient cloud-based scalability options.
Real-time Analytics: Offers insightful data analysis and metrics.
Voicemail Integration: Effective and efficient voicemail solutions.

What benefits should users look for in Amazon Connect reviews?

Pricing Flexibility: No upfront costs with pay-as-you-go model.
Enhanced Efficiency: Supports diverse communication methods.
Seamless Operations: Simplified operations through drag-and-drop actions.
Improved Interaction Management: AI-driven features for sentiment analysis.

Amazon Connect sees implementation across industries needing efficient cloud-based contact center management. Financial services, healthcare, and retail sectors utilize its integration capabilities with CRM systems and AWS for streamlined communication processes, capitalizing on AI and analytics features to enhance customer interactions.

Amazon Web Services (AWS)

Cisco Webex Contact Center is a Software-as-a-Service (SaaS) offering that creates a single, global queue in the cloud from which to route omnichannel customer interactions to one or more teams, sites, or outsource partners.

Cisco

Sample Customers

Capital One, Intuit, Adobe, Siemens, LegalZoom, DXC technology, Rackspace, Bellhop, American Preparatory Academy, The University of Texas at Dallas, University of Auckland, Origin Energy, and others.

AON, Office Depot, American Red Cross

Buyer's Guide

Amazon Connect vs. Cisco Webex Contact Center

January 2025

Free Report: Amazon Connect vs. Cisco Webex Contact Center

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